Elastix ELXSSU Manufacturer Support Supreme

Elastix Support Subscription applies for any case or incident in an Elastix Server, already in production, that needs online and remote support. This service covers a regular installation of an Elastix ISO. Our team of Engineers will solve problems related with the Elastix solution or with interoperability of any Elastix Certified Hardware installed in your server. This support includes solutions derived from Elastix and developed by PaloSanto Solutions like our Elastix Call Center Module. All of our support Staff is integrated by senior engineers accredited by the ECE certification (Elastix Certified Engineer).

The Elastix Supreme Support subscription is active for a period of 1 year or 30 support hours, whichever comes first. It will cover support questions related to one (1) Elastix server. Support can be obtained via web chat, email, or phone 24x7 (including holidays) with a 3 - 4 hour SLA for initial response time.

Overview

The Elastix Supreme Support subscription will entitle an IT administrator up to 30 hours of phone, email, or chat-based support on one (1) Elastix servers available 24 hours a day, 7 days a week for 1 year. The initial response time is 3 hours during business hours and 4 hours in off hours.

Shipping and Return

International Shipping Policy
We do not ship to an address in a country or region different than the country or region of residence of your buyer. Fraudulent non-U.S. buyers may claim to live in the US to get us to ship to them directly overseas. We WILL NOT ship to a buyer at an address that is in a different country from where the Credit Card account is. No exceptions.

Return's Policy
At PBX Online Store™, our goal is to ensure your complete satisfaction with your purchase. If, for whatever reason, you are dissatisfied with your purchase, you can return it to PBX Online Store™; you have the option of exchanging the item(s) or receiving a refund of the item purchased. Refunds on returned items will be issued in the same payment form as tendered at the time of purchase. If payment was made by credit card, once we receive the product we will credit your account. Please allow 7-10 days for a credit to appear on your credit card statement.

Customers are the responsible for the costs of two-way shipping. If a return is made after 30 days of your product's shipping date, or if the return has to be made within 30 days of shipping date but the package / product has been opened or damaged or used, there will be a 15%-30% restocking fee deducted from credit, however, we reserve the right to reject a return after 30 days. Note that shipping charges are not refundable.

Return Procedures
Use a request form from return policy menu to obtain a Return Merchandise Authorization (RMA). Be sure to make your request within 30 days of the invoice date. Once your request has been received, you'll be emailed an RMA number along with specific return instructions. Returns received without a valid RMA, or returns received more than 10 days after the RMA issue date will be refused. RMA numbers cannot be extended or reissued.
Pack the item you're returning within a sturdy shipping box to prevent damage.
We recommend that you insure your return shipment against loss or damage, and use a carrier such as UPS or FedEx that can provide proof of delivery. You're responsible for all shipping charges on returned items and any damages in transit.
Display the RMA number on the outside of the shipping box
Don't write on or apply any labels directly to manufacturer boxes or original product packaging surfaces.
Ship the package to the address provided
When you receive your RMA email from us, you'll be provided with an address to where your return package MUST be shipped. If you ship it to an address other than the one provided, it will cause severe delays in issuing your refund.

ADITIONAL RETURN NOTES

Damaged Shipments
If you receive a shipping carton that shows obvious damage and was delivered from a recognized commercial carrier such as UPS, FedEx, etc., then refuse the shipment and email us immediately. If upon opening a carton you discover concealed damage, contact us right away to arrange for an inspection to rma@pbxonlinestore.com

Unauthorized Returns
Packages without an RMA number or returned products that are not acceptable for return will be shipped back to you at your expense.

Extended Warranty and Support
Returns are not applicable for Extended Warranties and Paid Support.